Bilingual Montreal-based IT operations manager/practice leader with roughly 9 years of experience specializing in the Service Management realm with a Secret level government clearance and ITIL certification. I began my career in IT on the technical side as I hold a DCS in Network Administration; however, as my career progressed, I shifted my interest towards management. I joined CGI in 2011 and helped improve the services provided by both the Service Desk and Incident Management Center through process refinement, earning myself the Global IPC (Incident, Problem and Change Management) Practice Lead title in 2016. I then moved on to manage the operations of CGI’s Incident Management Center located in Montréal with over 25 direct reports, thus ensuring Incident Management coverage around the clock for more than 40 different clients in a variety of sectors. I recently took on a new challenge with IBM as a consultant, driving Analytics and Continual Service Improvement as part of a Service Integration and Management (SIAM) team servicing a large transportation client.